Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for a hotel 2 hrs away from my home, for 2 nights for me and my daughter so that I could start a new job. The hotel requested an additional $100 in person that I couldnt afford, they and hotel tonight refused to issue me a refund- with HT recommending I borrow the $100. It left me and my daughter stranded and I had to drive back home two hours away in the middle of the morning and I could not start my job with my five-year-old in the backseat. I do not recommend they caused me to lose my money as well as have to drive back home two hours away as well as to lose a job that paid $26.50 an hour. all fees should be listed on the site when you book the hotel those additional fees were not. They even acknowledged that they did not know anything about additional fees at that hotel.

  Business Response

  Date: 05/05/2025

  We have reviewed the facts related to the case number 23286559 and considered the proposed resolution.
  
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.
  
  
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  
  
  
  HT Representative
  
  HotelTonight

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23286559
  
  I am rejecting this response because:
  

  That is a lie. It was not listed and your *** confirmed that. Moreover, I have used HotelTonight and have never ever paid additional charges at any hotel. I screenshot the Need to know info and I know that you lied in your response. I will continue to leave this experience on every platform to keep people from booking on your site. I have also filed a fraud claim with my bank, and will NEVER book with you again. 

  
  Sincerely,
  
  **** *****

   

   

  
  

  Business Response

  Date: 05/05/2025

  We have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 5/5/25. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23286559
  
  I am rejecting this response because:
  It does not rectify the issue. I never used the booking and requested cancellation immediately. I demand a refund. I was told on the phone by the company HOTELTONIGHT that a waiver would get me a refund. They are liars. Their website is fraudulent and they have MANY online complaints for similar issues. I am demanding my money back. They misrepresented the offer and neglected to inform me anywhere on my original receipt of any additional charges and stated to me on the call on the day of purchase that the hotel did not list any additional charges. Their response was impersonal and lacked compassion or remorse for the money they scammed me out of. I will seek to pursue civil litigation should they continue to refuse to issue a refund.  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a medical emergency the night of a stay at a hotel. I asked for a refund as I did not stay and left to seek help the company is refusing to issue a refund due to a policy not listed on their website clearly when you booked the reservation.

  Business Response

  Date: 04/20/2025

  We have reviewed the facts related to the case number 23221316 and considered the proposed resolution.
  
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.
  
  
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  
  
  
  HT Representative
  
  HotelTonight

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding a highly distressing experience I had with a recent hotel booking made through your platform.On 03/26/2025, I booked a hotel room via HotelTonight (Booking Reference: TM739Z). Upon arrival at the property, I was shocked to find that I was unable to check inthe hotel was completely unstaffed, locked, and appeared abandoned, despite your platform confirming the booking and charging my card in full.This left me stranded in a remote and unfamiliar area, alone, without shelter, and with no immediate transportation. I remained in this precarious situation for two hours, well past midnight, until I was finally able to arrange a ride and secure alternative accommodations at my own expense.Whats more frustrating and unacceptable is that after reporting this issue to your support team, I was informed that I would not be issued a refund for a room I was not provided. This response shows a disturbing lack of accountability and concern for customer ********* reiterate:I paid for a ********************** room that was unavailable.I was left stranded in a dangerous situation.I had to pay out-of-pocket for emergency accommodations.HotelTonight has refused to refund me for the failed booking.This experience is completely unacceptable and falls far below the standard of service that should be expected from any reputable booking platform.Please respond promptly to resolve this matter.

  Business Response

  Date: 03/30/2025

  We have reviewed the facts related to the case number 23132019 and considered the proposed resolution.
  
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.
  
  
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  
  
  
  HT Representative
  
  HotelTonight

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A "hotel room" I booked on HotelTonight was an illegal ****** converted apartment. The rooms do not have windows to the outside which is in violation of ****************************************************** codes. In addition, there was no bathroom in the room and the entire unit was surveilled with Ring cameras. I called support and they have denied responsibility despite providing a deceptive listing in the app.I use the HotelTonight app for last minute bookings and in this case got to the place very late at night after a flight. I had no alternative but to stay in a unit that is not to code and fire hazard.

  Business Response

  Date: 03/08/2025

  We have reviewed the facts related to the case number 23024967 and considered the proposed resolution.
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.
  
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  
  HT Representative
  
  HotelTonight

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 13, 2024 my family and I attempted to check in under a reservation made through hotelstonight at the ******* by Wyndham BWI hotel. Upon arrival we immediately notified the front desk of urine in the bed in and on the toilet, brown sludge on the walls, bed bugs, and mold everywhere. We were told the hotel contracted with the homeless population and all the rooms looked like this. They could not promise us a clean sanitary room and to contact the manager in the morning. We were denied lodging and had to seek accommodation elsewhere. We reached out to hotelstonight who agreed the accommodation was unsanitary, but the hotel refused to work with them. Hotelstonight offered $85/285 in compensation credits that did not cover any stay with their platform. Days later, 12/17/24 they offered $15 more to a total of $100 of the $285 in hotel credit. By 12/17/24 we paid an additional $300 to stay elsewhere in addition to the $285 paid to hotelstonight. We did not need the credit by 12/17/2024 when it was offered, but they refused to give us a refund for the $285 for the services not rendered and lied to *********** stating they rendered services. This is illegal bait and switch to take money and not provide a service or good and lie to a banking institution during a claims investigation process also. If the money isnt returned, I will continue to voice my concerns with agencies and persons who can investigate and make recommendations and decisions.

  Business Response

  Date: 02/04/2025

  We have reviewed the facts related to the case number {******} and considered the proposed resolution.
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.
  
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  

   

  HT Representative
  
  HotelTonight

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22894907
  
  I am rejecting this response because: 

  ****** from hotelstonight asked to provide a receipt for additional cost incurred for lodging and I replied and sent in this document. I am again requesting a refund for cost incurred as I had to pay to lodge elsewhere at additional cost incurred including what was paid to hotelstonight. My net out of pocket to date is approximately $538 unreimbursed expenses 

   

  please issue a refund immediately 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/07/2025

  Since the time of the complainants rebuttal, we have addressed the complainants concerns to the email address on file for the applicable profile, and resolved this matter as of 2/5/25. We regret any inconvenience that this process may have caused and we wish the complainant the best in their future endeavors.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22894907
  
  I am rejecting this response because:

   

  The information provided by hotels tonight is false. They have lied to *********** claims stating I as the consumer never made complaint, denied lodging, and did not offer alternative lodging against their own policies to compensate for the loss in the contract in order to retain this payment. 
  
  
  According to page (8/10) of their own policy, I should have been provided alternative options or credits to lodge elsewhere when I contacted them about being DENIED Lodging. 
  
  
  I have previously sent documentation of my correspondence with hotels tonight on 12/13/2024, photos of rooms condition-and lack of compensation at check in when they required

  I have of payment to another merchant for cost for lodging NOT COVERED BY HOTELSTONIGHT along with phone logs and emails where hotels tonight was contacted when the incident took place although they DENIED being notified.  

  
  Hotelstonight policy also states that the reservation is non refundable ONLY IF the customer does commutate the reservation upon request and choice.
  
  
  The contract was void by the services company by not being made available, therefore no service was offered, rendered or provided.
  
  
  A refund is required and due.

   

  AS IF 12/06/2025 HOTELSTONIGHT has tried to force $285 worth of worthless credit to resolve this and I do not wish to use their services again.

  They have offered this as a private resolution to which the time has elapsed and expired on their ability to act to resolve this dispute in this manner during the period of 12/13/2024-12/16/2024. 

  I was forced to contract and pay another vendor to satisfy their void contract, therefore their agreement does not warrant me taking their offer of $285 in credit and is DENIED

   

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern at the Better Business Bureau:I am writing to file a complaint against HotelTonight regarding a recent booking experience with their advertised partner, the *************************** hotel in *************. My experience with both the hotel and HotelTonights customer service was unacceptable, and I am seeking your assistance in obtaining a full refund.On November 3, 2024, I booked a room at *************************** through the HotelTonight platform, expecting a quality stay given the cost of over $500 for one night. Upon arrival at the hotel, my partner and I were met with an astonishingly small room, no larger than a closet, with a bed measuring approximately 4x5 feetnowhere near the comfortable space we anticipated based on the hotels online ************ make matters worse, the room was dirty and poorly maintained. The sheets had visible stains, and other amenities were clearly unclean, giving the impression that no preparation had been made for new guests. Despite checking in at 3 pm, we were so disturbed by the rooms condition upon returning from dinner that we decided to leave by 9:30 pm. Our stay amounted to less than 2.5 hours due to these unlivable conditions.I reached out to HotelTonight immediately, expecting they would help facilitate a refund given the misrepresentation of the hotel and the unsanitary conditions. Unfortunately, despite my efforts, their support team declined to offer compensation. This refusal is particularly disappointing, as the apps promise of quality accommodations was not upheld in any way, and my experience was drastically different from what was advertised.I feel misled by HotelTonight, and I am extremely dissatisfied with how they handled my concern. For paying such a high rate and being forced to leave due to unacceptable conditions, I believe a full refund is warranted.HotelTonight needs to be held accountable for its lack of transparency and customer support.

  Business Response

  Date: 11/04/2024

  We have reviewed the facts related to the case number 22509624 and considered the proposed ************* accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.

  HT Representative

  HotelTonight

• Initial Complaint

  Date:10/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against HotelTonight regarding an unresolved issue during my stay at their partner hotel, *****************. On October 22, 2024, I had to leave my room at 3 a.m. due to a bedbug infestation, which left me with painful bites (photos available).I paid for a different hotel room and have only requested a refund of the $86 difference, not the full price of the second hotel. Despite providing clear evidence of the infestation and the additional costs incurred, HotelTonight has refused to refund this difference. Instead, they offered credits for future bookings, which I do not want to use due to their poor handling of this situation.I am requesting the $86 difference be refunded to my original payment method. HotelTonights refusal to acknowledge this reasonable request has caused me great frustration, and I seek assistance in resolving this fairly.

  Business Response

  Date: 10/25/2024

  We have reviewed the facts related to the case number ******** and considered the proposed resolution.
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.
  
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  
  
  *******
  
  HotelTonight

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At 1:59PM I received a price for the hotel I was hoping to book of $2821. I took a screenshot. I hit book with Apple Pay. The app showed a spinner. Then they sent me a receipt to my credit card of $3,920. That is $1100 more expensive than originally listed in the screenshot, and the customer service line hung up on me three times after I waited on hold for over an hour to resolve. They then tried to argue that they "definitely" showed me the updated price despite there being 1 minute between when I hit buy and received the email, and seeing no updated price on my end (I would not get a hotel that expensive). What I want is the same reservation, at the initially quoted price, since my trip is next week. Instead, they tried to argue it was my fault, and then that it was the hotel's fault since they are the ones who set the price, rather than accepting responsibility that they did not represent the accurate price and the then they charged me more than 38% more than originally listed.

  Business Response

  Date: 10/27/2024

  We have reviewed the facts related to the case number *******and considered the proposed ************* accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.

  HT Representative

  HotelTonight

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room on OCT. 7, 2024 in the wrong state due to evacuating ******* during hurricane ******. I was in *********** ******* but it booked me in ***********, ** once I saw the error I tried to cancel but it would not let me. I called the hotel and they said they will reach out to Hotel Tonight for a full refund, which they did!The hotel Guess lodge said they requested a full refund, but Hotel tonight refuse to put the money back on my account. Today they said due to policies they can only refund me $254, I said no I'm on a fixed income and I need all of my money they refused. I called the hotel and they said they agreed to refund the moneys they don't understand why they did not! This is unacceptable your would think that since it was an error due to stress trying to escape this terrifying situation they could have been a little more compassion!

  Business Response

  Date: 10/18/2024

  We have reviewed the facts related to the case number ******** and considered the proposed resolution.
  
  In accordance with our privacy policy, a HotelTonight representative is following up with the complainant directly to the email on file with their HotelTonight account to address their concerns.
  
  We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
  
  *******
  
  HotelTonight

• Initial Complaint

  Date:10/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hotel Tonight will not refund my money! I have recorded the entire conversation. The hotel had roaches! They keep ignoring the call and will not speak to the hotel. It was ROACHES! And they will not refund me my money.

  Business Response

  Date: 10/13/2024

  Regrettably, we are unable to locate a recent reservation with the information provided within the complaint. In order to proceed with our review, please provide the hotel name, check-in date and/or reservation code associated with this issue.

  Sincerely,

  HT Representative

  HotelTonight